Customer Service Management (CSM) Fundamentals
Learn the basics of Customer Service Management (CSM) on the ServiceNow platform.
In this 2-day interactive course attendees master the usage of the ServiceNow Customer Service Management (CSM) application. This course is designed for Administrator’s responsible for managing the Customer Service Management application. A combination of lecture, group discussions, and lab work helps attendees achieve the following:
- Explore the Customer Service Management application, related applications in the ServiceNow platform, use cases and architecture
- Manage core Customer Service data such as:
- Case, and case types
- Consumers, accounts, account relationships and account hierarchies
- Contacts, contact relationships, account teams and responsibility definitions
- Contracts, entitlements, and service level agreements (SLAs)
- Assets, service-aware install base
- Configure case forms and state flows
- CSM agent workspace and advanced work assignment
- Case and account escalation, and major issue management
- Explore Reporting and Performance Analytics
- Create Targeted Communications and Special Handling Notes
- Investigate other key process applications including the Customer and Consumer Service Portals, and Communities
- Explore Customer Service Management with Service Management